Salesforce Admin/Community Cloud Manager Support Operations Salesforce Admin/Community Cloud Manager Support Operations Job Description
The Salesforce.com (SFDC) Administrator/Community Cloud Manager position resides within the Customer Services team at Actiance, and is responsible for the Salesforce CRM and Salesforce Community implementation. The right candidate has deep technical experience in all the capabilities and functionalities of the Salesforce.com platform and a proven track record of driving best practices and processes. Has the ability to demonstrate the value add of Salesforce Communities above and beyond traditional customer, self-service, partner or indirect sales, and employee portals. This role will report to the Sr. Director of Worldwide Customer Support. Essential Duties & Responsibilities:
* Administration of the Salesforce environment; responsibilities include customizing and implementing profiles, roles, security settings, sharing rules, applications, custom objects, custom fields, page layouts, workflow, validation rules, approvals, dashboards, reports, etc.
* SFDC database administration and development of new applications for the Customer Support and Customer Services organization
* Support the overall Salesforce. org community engagement strategy
* General community implementation and administration; visualforce, javascript skills required
* Create User Group announcements to be distributed to customers via Community
* Has integrated SFDC with 3rd party applications with REST API
* Manage ongoing support requests and administrative needs of SFDC users
* Develop and maintain reports, dashboards and processes to continuously monitor data quality and integrity and validation rules
* Develop and maintain custom reports in SFDC, excel or any other formats
* Regularly perform SFDC database cleanup and e-mail/task archive procedures
* Maintain a strong understanding of key features and functionality of SFDC and applications linked to SFDC
* Responsible for setup and training of new users in SFDC system
* Assist in regular preparation of analysis and reporting related to Customer Support related activities
* Develop user training material (runbook) and system documentation
* Document all rules, configuration settings and user permissions changes, additions and deletions
* Document and maintain business requirements and workflows
* Create and maintain Reports and Dashboards to provide visibility and analytics around customer, product, and related data
* Interface with Support team to understand feature requirements and/ or address support issues and work collaboratively with our Customer Support teams on more complex requests & issues
* Quickly identify business risks, inefficiencies, issues and opportunities related to Salesforce application administration
* Understands how the Salesforce Platform and its suite of products, especially the Community Cloud are built, structured, secured and how to integrate between legacy systems and cloud systems
* Perform data migration with tools such as Salesforce Data Loader, Workbench, Dataloader.io
* Experience with Timba Survey or other customer survey applications Minimum Qualifications:
* 2-4 years SFDC administration
* SFDC Administrator Certification required (Advanced preferred)
* Demonstrated experience managing user roles and profiles, workflows, triggers, email templates, custom fields, custom objects, email-to-case
* Experience with Apex and Visualforce development
* Experience with Salesforce Chatter
* Experience with technologies that work with Salesforce.com including: Java, jscript, and Force.com platform
* Experience in community management / strategy or social media strategy
* Experience in moving code from sandboxes to production environment and address issues related to functionality and integration
* Exceptional analytical and strategic problem solving skills, very comfortable using Excel and other data manipulation tools
* Ability to work on multiple projects in a deadline driven environment
* Must be highly motivated self-starter, able to maintain poise under pressure
* Excellent teamwork skills, flexibility, and ability to handle multiple concurrent tasks
* Configuration planning, testing, change management and support experience
* Well-developed organizational and interpersonal communications skills
* Excellent verbal and written communication skills, such as meeting facilitation, presentation and documentation
* Proficient in Google Apps, MS Office Suite and email software preferred
* Experience with JIRA, Team Foundation Server or similar Agile Tools
* Undergraduate degree in Computer Science, Engineering or IT-related field; equivalent combination of skill/experience will be considered
If anyone is interested or know someone who'd be interested, send me a PM and we'll take it forward from there. |